Customer Support Representative (with Logistics Experience)

Position Overview:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Support Representative with a strong background in logistics. The ideal candidate will play a crucial role in ensuring smooth communication and coordination between our customers, logistics teams, and other departments, ensuring customer satisfaction and timely delivery of services. This role requires a combination of problem-solving skills, logistical knowledge, and exceptional communication to support our customers in navigating their logistics-related inquiries.

• Customer Support:

  • Serve as the first point of contact for customer inquiries, providing timely and accurate information related to logistics, shipments, and deliveries.

  • Address customer concerns, resolve issues, and provide solutions related to order status, delivery times, inventory availability, and other logistics concerns.

  • Ensure high-quality customer service by responding to inquiries via phone, email, or live chat in a professional and courteous manner.

  • Maintain a detailed record of customer interactions and transactions using the company’s CRM or ticketing system.

• Logistics Coordination:

  • Collaborate with the logistics and supply chain teams to track shipments, resolve delays, and update customers on the status of their orders.

  • Assist customers in understanding shipping processes, transit times, and any potential complications related to logistics.

  • Provide accurate delivery estimates and communicate any delays or changes to delivery schedules proactively.

• Problem Resolution:

  • Investigate and resolve delivery issues, including damaged goods, missed shipments, or incorrect orders.

  • Escalate complex logistical issues to appropriate teams or management as needed while maintaining customer satisfaction throughout the process.

  • Work with the logistics team to facilitate returns, exchanges, or special requests in compliance with company policies.

• Order Management & Documentation:

  • Ensure accurate order processing, including shipping addresses, order quantities, and shipping instructions.

  • Help maintain accurate records of shipment status, tracking information, and customer preferences in the system.

  • Liaise with warehouses or distribution centers to verify inventory levels and delivery timelines.

• Collaboration & Reporting:

  • Collaborate cross-functionally with the logistics, sales, and operations teams to ensure seamless order fulfillment.

  • Provide feedback to improve the logistics process, customer experience, and overall operations.

  • Assist in generating reports on customer service metrics, delivery performance, and product-related issues.

Working conditions: 

• Working schedule: Monday to Friday 8-5pm CST

• Competitive Salary in USD 

• Remote or office mode of work 

• 10+ business days of paid time off 

• Team building and corporate events 

• Equipment provided 

• A supportive team 

• Hybrid mode of work eligibility 

Required Qualifications 

• 2+ years of experience in customer service, logistics or transportation.

• Upper-intermediate level of English is a MUST 

• Strong organizational skills 

• Excellent verbal and written communication abilities 

• Proficiency with logistics management software 

• Ability to multitask in a fast-paced environment 

• Clear and confident communication both verbal and written

• Extreme detail-orientation

• Experience with conflict resolution